Hello,Once we have received the ATA device back from the customer Brian H[redacted], we will issue a full refund for all charges back to his credit card. We will also reimburse him for the shipping charges he paid to send the device back to us. Please note that our company policy is to not reimburse...
shipping charges on a cancelled order. This is specified in our Terms of Service (ToS):https://www.phone.com/customer-terms/Section 4.2: You shall be responsible for all costs and risk of loss to ship the Equipment to our designated return facility.In this case we are willing to make an exception in order to fully resolve the matter and close this complaint. We will do the following upon receipt of the ATA device:- $62.96 will be credited back on the customer's credit card to refund the charges in full.- A check for $16.60 will be mailed out to the customer to reimburse him in full for the shipping costs back to us.We cannot refund the amount of $16.60 back to the customer's credit card since it was never charged on it in the first place, hence we will mail out a check for reimbursement of these costs for $16.60.
Hello,The amount of $22.81 was refunded to the customer on 02/17/2017 by voiding the initial payment. Here is the transaction information for the payment void:[redacted] ID: [redacted] voided cc: ending in XX88 ...
Phone.com 0 $22.81 02/17/2017 The customer should verify this information with his credit card company or bank if there is any doubt that this transaction was not processed. Thank you.Best regards,[redacted] - Phone.com Customer Service
Dear Revdex.com representative,First of all, we have responded to [redacted] multiple times, including me personally via email on August 8th, 2016.We are currently investigating this complaint. This issue that our customer [redacted] has complaining about (tax rates) involves a third party tax vendor: [redacted]. We...
have a call scheduled with them this week to discuss the matter and how to fix the problem. We have received documentation from [redacted] regarding the tax rates in her area, and we will do everything we can to resolve the matter with the tax vendor. I think that [redacted] believes this is a simple "fix" for us, which it is not. Since a third party tax vendor is involved (our billing systems interface with theirs), this is not a simple "fix" whatsoever. We have to get two analysts from both sides (Phone.com and [redacted]) to coordinate researching and fixing the problem. We urge [redacted] to be patient while we continue working on this. I will respond again once we've heard back from [redacted], probably later this week.Best regards,Shey [redacted]Director of Customer Service - Phone.com
Hello,Can we ask for more identifiable account information so we can look up this account? In general: We are suffering from long hold times and delays getting back to customers and we apologize for that. This will change soon as it occurred mainly due to a...
series of complicated cyber-attacks over a patch of several weeks. Our team has been working with cuber security experts as well as law enforcement officers to address the problems (that affected our network - NOT our website). A major network upgrade occurred this passed weekend and we expect that customer service levels will soon be back to normal as we go through the backlog of tickets and customer concerns. It has been a rough time for us and I personally apologize for the long hold times.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello:We have reviewed this complaint and followed up directly with the customer. We have clarified our terms and explained our billing / trial service. Refunded the customer accordingly for the trial period. We believe all is taken care of now to the satisfaction of our...
[redacted]
I am rejecting this response because: I received an email stating I would receive only a partial credit to my account in the amount of $14.75. I believe I am entitled to a full refund of all services billed since my original request to have my account closed, 11/10/15, as I still have received no response to any of my phone calls to customer service, aside from the response prompted by this complaint.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hello,Once we have received the ATA device back from the customer Brian H[redacted], we will issue a full refund for all charges back to his credit card. We will also reimburse him for the shipping charges he paid to send the device back to us. Please note that our company policy is to not reimburse...
shipping charges on a cancelled order. This is specified in our Terms of Service (ToS):https://www.phone.com/customer-terms/Section 4.2: You shall be responsible for all costs and risk of loss to ship the Equipment to our designated return facility.In this case we are willing to make an exception in order to fully resolve the matter and close this complaint. We will do the following upon receipt of the ATA device:- $62.96 will be credited back on the customer's credit card to refund the charges in full.- A check for $16.60 will be mailed out to the customer to reimburse him in full for the shipping costs back to us.We cannot refund the amount of $16.60 back to the customer's credit card since it was never charged on it in the first place, hence we will mail out a check for reimbursement of these costs for $16.60.
Hello,The amount of $22.81 was refunded to the customer on 02/17/2017 by voiding the initial payment. Here is the transaction information for the payment void:[redacted] ID: [redacted] voided cc: ending in XX88 ...
Phone.com 0 $22.81 02/17/2017 The customer should verify this information with his credit card company or bank if there is any doubt that this transaction was not processed. Thank you.Best regards,[redacted] - Phone.com Customer Service
Dear Revdex.com representative,First of all, we have responded to [redacted] multiple times, including me personally via email on August 8th, 2016.We are currently investigating this complaint. This issue that our customer [redacted] has complaining about (tax rates) involves a third party tax vendor: [redacted]. We...
have a call scheduled with them this week to discuss the matter and how to fix the problem. We have received documentation from [redacted] regarding the tax rates in her area, and we will do everything we can to resolve the matter with the tax vendor. I think that [redacted] believes this is a simple "fix" for us, which it is not. Since a third party tax vendor is involved (our billing systems interface with theirs), this is not a simple "fix" whatsoever. We have to get two analysts from both sides (Phone.com and [redacted]) to coordinate researching and fixing the problem. We urge [redacted] to be patient while we continue working on this. I will respond again once we've heard back from [redacted], probably later this week.Best regards,Shey [redacted]Director of Customer Service - Phone.com
Hello,Can we ask for more identifiable account information so we can look up this account? In general: We are suffering from long hold times and delays getting back to customers and we apologize for that. This will change soon as it occurred mainly due to a...
series of complicated cyber-attacks over a patch of several weeks. Our team has been working with cuber security experts as well as law enforcement officers to address the problems (that affected our network - NOT our website). A major network upgrade occurred this passed weekend and we expect that customer service levels will soon be back to normal as we go through the backlog of tickets and customer concerns. It has been a rough time for us and I personally apologize for the long hold times.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hello:We have reviewed this complaint and followed up directly with the customer. We have clarified our terms and explained our billing / trial service. Refunded the customer accordingly for the trial period. We believe all is taken care of now to the satisfaction of our...
customer. Thanks[redacted]
Complaint:...
[redacted]
I am rejecting this response because: I received an email stating I would receive only a partial credit to my account in the amount of $14.75. I believe I am entitled to a full refund of all services billed since my original request to have my account closed, 11/10/15, as I still have received no response to any of my phone calls to customer service, aside from the response prompted by this complaint.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]